Customer Experience, Lifecycle & Loyalty Lead

Company SummaryEchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. Department SummaryOur Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Job Duties and ResponsibilitiesJoin our team to shape how we engage, retain, and delight customers at scale. We’re seeking a hands-on and data-informed leader to drive customer loyalty and lifecycle initiatives that strengthen relationships, reduce churn, and enhance the overall customer experience. This role turns strategy into coordinated execution across Marketing, Customer Care, Product, and Analytics.Key Responsibilities:Translate retention and loyalty strategies into clear action plans, timelines, and deliverablesCoordinate execution of campaigns across SMS, email, notifications, and outbound channelsPartner with Customer Care to identify recurring customer pain points and address churn driversDevelop and execute loyalty programs, winback campaigns, and retention initiatives that increase customer lifetime valueManage customer feedback and online review channels to strengthen brand reputation and trustLead root cause analysis to identify gaps and drive process improvementsDrive the adoption of new tools and CRM capabilities to enhance lifecycle and loyalty initiativesAnalyze churn, retention, and campaign performance data to identify trends and actionable insightsBuild and maintain dashboards and reports to monitor key performance indicatorsRecommend and implement enhancements to loyalty and retention programs based on real-world resultsCollaborate with marketing, product, operations, QA, and IT to enhance processes, tools, and lifecycle programsMaintain campaign calendars, workflow trackers, and process documentationCommunicate updates, milestones, and results clearly to stakeholdersSupport team training, calibrations, and performance initiatives to drive operational excellencePerform other duties as assigned Skills, Experience and RequirementsEducation & Experience:Bachelor’s degree in Business, Marketing, Communications, or related field (or equivalent experience)3+ years of experience in customer experience, lifecycle management, loyalty program management, or related rolesSkills and Qualifications:Strong analytical skills with experience in customer insights, dashboards, and KPIsProven track record executing lifecycle and loyalty initiatives across multiple channelsProficiency with CRM systems, customer service platforms, and cross-platform integrationsExcellent organization in managing complex programs, and clear, concise communication skillsAbility to collaborate effectively with cross-functional teamsExperience managing customer feedback loops and online reputation programs is a plusExperience with CDP platforms is also a plusVisa sponsorship not available for this role Salary RangesCompensation: $72,622.00/Year - $103,500.00/Year BenefitsWe offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: .The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Created: 2025-12-09